IT Help Desk Technician L1 (Austin, TX, Full-Time)

Texas Sports Academy Main•Austin, TX

28d•Onsite

About The Position

Texas Sports Academy is a K-12 school designed for serious student-athletes who want both elite academics and high-level athletic development. Students cover 2x the material in just 2 hours a day, using the same 2-Hour Learning model as Alpha Schools. That frees up their entire afternoon for serious training, where they work alongside former pro and D1 athletes coaching them at the highest standard. We are hiring an IT Help Desk Technician, based in Austin, TX, to help our students and parents navigate any technical issues they encounter with our devices, learning platforms, and connected tools. You will be the first point of contact when something is not working, and you will guide families to a resolution quickly, clearly, and professionally.

Requirements

2-3 years supporting non-technical users, ideally in a school, education, consumer, or service environment.
Strong customer service orientation; ability to communicate patiently and clearly with students and parents, especially in stressful moments.
Clear written communication skills for support responses and documentation.
Practical experience diagnosing common device, software, connectivity, and account issues across Mac, Windows, iOS, and Chromebook.
Willing and able to work a schedule that includes weekend coverage.
Familiarity with AI tools such as Perplexity Computer is a plus.
Based in Austin, TX.
U.S. work authorization required.

Nice To Haves

Prior experience supporting student device programs or families in an education setting.
Hands-on experience with help desk or ticketing platforms such as Zendesk, Freshdesk, HubSpot Service Hub, or a comparable platform.
Ability to support Spanish-speaking families.
CompTIA A+, Google Workspace Administrator, Apple Certified Support Professional, or comparable certifications.

Responsibilities

Serve as the primary contact for students and parents experiencing technical issues, responding quickly through email, chat, ticketing, and phone when needed.
Diagnose and resolve laptop and tablet issues, including login problems, software errors, connectivity issues, and basic hardware questions, guiding families through fixes step by step.
Help students and parents navigate our learning platforms and connected tools, including account access, common errors, and everyday how-to questions.
Identify the small number of issues that require hardware repair, deeper investigation, or leadership involvement, and escalate them cleanly with all the context the next person needs.
Keep our internal knowledge base and family-facing help articles current so common issues can be resolved even faster over time.
Log every ticket accurately, watch for recurring issues, and share weekly reporting on volume, resolution time, and top themes with leadership.